Deskside Support Engineer

Overview
As a Deskside Support Engineer, you will provide end user hardware, software and infrastructure support.
You will work closely with the End User Support Team to provide effective and efficient second and third-line operational support which will include desktop and client support, local server and network support, training of end users, ensuring the timely and efficient resolution of incidents and service requests. In addition, you will support the PMO as a technical project resource.
Please be aware that due to the nature of this role, it is based on-site at our Leeds city centre office.

What you’ll be doing:
• Effectively and efficiently managing tickets and resolutions to maintain key performance indicators
• Taking ownership of support tickets and the associated regular communication on ticket progress as a subject matter expert, escalating issues when required
• Contributing to technical support articles in the knowledge management database
• Driving service improvement by developing processes and procedures documentation
• Collecting and maintaining accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and to enable the facilitation of an effective service and management reporting
• Proactively supporting the investigation of problems and identifying workarounds, fixes and root causes, supporting Disaster Recovery activities as required
• Managing user relationships and engaging with the Service Delivery Team and third-party providers as required, in addition to implementing solutions as agreed with the wider IT management team

What we’re looking for:
• A technically skilled Deskside Engineer with exceptional knowledge of build systems on SCCM and Intune mobile device management
• Demonstrable customer service experience with a customer focused and engaging attitude
• Exceptional communication skills with the ability to communicate technical information clearly to non-technical stakeholders whilst setting expectations and providing reassurance
• A minimum of 5 years desktop support experience with demonstratable knowledge of the asset lifecycle including; builds, deployments, returns, decommissioning
• Clear understanding of the impact of ticket management on KPI’s and SLA’s
• Determination, confidence, resilience, and the can-do attitude needed to multi-task in an ever-changing environment
• A logical thinker with a structured approach to troubleshooting in complex environments with excellent knowledge of industry standard applications
• The ability to self-manage whilst supporting and mentoring colleagues and the wider IT function

About Link Group / Corporate Markets:
Link Group works in partnership internationally with almost 7,000 clients including asset managers and investors, business managers, asset owners, trustees, issuers and borrowers. We provide the infrastructure through which assets are secured or deployed in both regulated and unregulated markets.

We offer industry-leading shareholder services through Link Market Services to a wide range of corporates, issuers and business managers. We are the largest UK share registrar providing services to more than 1,300 companies large and small across the UK.
We administer share plans for over 200 clients and have worked on more than 50% of UK IPOs since 2005. Our unique place in the market, combined with our partnership and relationship management approach, enables us to play a vital role in connecting issuers with 5 million shareholders around the world.

What’s in it for you?
• A very competitive basic salary plus benefits.
• 23 days’ holiday to start, (rising to 25) plus Bank Holidays, with the opportunity to buy extra leave.
• Company matched pension scheme, private medical cover, life assurance, a cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• You’ll get the chance to follow your chosen career path anywhere in Link Group. You’ll be joining a network of 7,000 experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.